Senior IT Support Specialist (Hybrid) Location Stoughton, WI Apply Now (https://phh.tbe.taleo.net/phh01/ats/careers/v2/applyRequisition?org=ROTHKASE&cws=38&rid=1068) Who WE AreWe are a leader in the specialty cheese industry serving our consumers by crafting and importing the best cheeses in the world while caring for our employees and our communities.Who YOU Are You strive for excellence in your area of expertise and are proud to work at a company producing premium products. You are passionate about continuous improvement, enjoy bringing creativity to your work, and are excited to blaze new trails to grow and improve our business. You foster a positive and rewarding workplace culture by valuing flexibility, work-life balance, and team development while inspiring team members to achieve their full potential.If this sounds like you, we want you to consider joining Emmi Roth!Job Summary The Tier 3 help desk technician is responsible for incidents and requests that are escalated from the help desk due to technical complexity or other reasons. In this role you will be proactively monitoring the help desk for escalated service issues as well as responding to alerts and handling tickets/requests in order to resolve issues in respect to SLAs. You will also be contributing to the ongoing growth, upgrade and improvement of the IT infrastructure. This position participates in an after-hours support rotation and will be required to perform maintenance tasks at times that are least impactful to customers and employees. Essential Duties & Responsibilities · Collaborate with Help Desk team that is responsible for: Imaging, new machine setup, PC refreshes, hardware replacements, software licensing and provide Tier 3 IT support for employees (onsite and remote) · Incident Management - Responding, tracking, resolving, and performing root cause analysis to prevent reoccurring issues on escalated/assigned tickets · You will identify challenges/opportunities and develop technical solutions through automation, scripting and engineering best practices · Develop tools and scripts to assist with routine and complex maintenance tasks within the Endpoint/Desktop space · Be a reference for team members for all technical issues in his/her field of expertise, and act as a mentor for all team members · Serve as escalation point to internal IT team & resolve the most complex technical issues in his/her field of expertise · Collaborate with Network/Server IT team members to ensure consistent IT services to our business users · Look to improve all aspects of Help Desk functions continually · Maintain documentation of systems and processes · Participate in weekly on call rotation for after hours critical support · Lifting and/or carrying of 15-30 lbs. Qualifications / Minimum Requirements · Minimum of 7+ years of experience in all aspects of IT Help Desk or equivalent combination of education and experience · Minimum of 1 year of experience in an IT senior support role. · Associate’s degree or other technical education, training, or certification in a related field strongly preferred. · Experience with deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging system management tools · Understanding of basic network protocols including TCP/IP, DNS, SMTP, SNMP, HTTP, HTTPS, as well as network hardware. · Experience with Active Directory, Group Policy, Exchange/O365 · Familiarity with standard helpdesk ticketing tools / ITIL practices · Ability to coordinate and communicate at all levels within the organization – Business Stakeholders, Vendors, Senior Managers, and C-Level Execs · Tech Savvy – Ability and passion for learning new technology and tools · Prioritization Skills – The ability to analyze support requests and prioritize them based on impact. · Remote/On-site flexibility · Regular travel other ER USA locations within Wisconsin required. The Best Cheese Moments are EMMI ROTH Moments! Equal Opportunity Employer Minorities/Women/Veterans/DisabledBack (https://phh.tbe.taleo.net/phh01/ats/careers/v2/searchResults?org=ROTHKASE&cws=38) Share